A blog on crisis communications best practices, emergency information and social media in emergency management ... an open forum for exchanging ideas and experience on emergency info and SMEM..
THE OPINIONS EXPRESSED WITHIN ARE MINE AND DO NOT REPRESENT OFFICIAL GOVERNMENT POLICY OR THE VIEWS OF MY EMPLOYER.

Wednesday, August 17, 2016

For true believers, the VOST (Virtual Operations Support Team) concept is already a proven, effective emergency management tool. There are now teams around the world and more are coming online ( such as in Germany) to help monitor social networks during disasters/incidents.

But for many emergency managers, the digital volunteer world remains somewhat of a mystery ... not distrusted as such ... but the subject of some hesitation in the path of acceptance. Thankfully, that number is diminishing as social convergence takes hold in emergency management agencies. I've written about the relationship between digivols and agencies in the past. But, here are seven principles I believe could spur the collaboration between VOSTs and emergency management agencies, EOCs and even first responders, They require involvement and openness from both sides:EngagementIt all starts with communications and outreach.For VOSTs: leaders should actively promote their team and capability to local authorities, state/provincial agencies and even NGOs. Meeting face-to-face (or IRL) will help build trust for future virtual collaborations. A quick presentation might help do the trick and showcase VOST capabilities.For EMAs/EOCs: PIOs (because they are often the conduit with outside stakeholders) and other emergency managers should find out what digital volunteer organizations are active in their jurisdiction ...Is there a VOST in your state? Or an existing group of volunteers who could add a digital component to their support? AccessibilityIn terms of explaining what the relationship between VOSTs and EOCs/EMAs could bring for both parties.For VOSTs: because team members are also often members or very familiar with other volunteer technological communities, VOSTs can act as buffer and intermediary between digivols and official agencies.for EMAs/EOCs: that particular aspect of the VOST role could mean a one-window approach into officialdom during disasters/emergencies ...something officials really like (especially to minimize their perceived risks).UnderstandingMany VOST members/leaders are experienced EM practitioners and know what kind of support an EOC might need.For VOSTs: translating EM experience into the digital world helps professional development and allows team members to stay current with tech adoption such as crowdsourcing, crisis mapping and data mining for disasters.For EMAs/EOCs: when working with a VOST, official agencies and EOCs can tap into a brand new pool of available expertise with a knowledge of their basic language, ops cycle and so on ...

EffectivenessThe use of digivols by official agencies can provide them with a better understanding of how incidents evolve and how their stakeholders are copingFor VOSTs: teams need to have the ability to provide their client (local/state EOCs for example) with actionable intel such as regular reports (routine for each EOC ops cycle, command for each 4/6 hour period, urgent for life/public safety threats). This is based on data aggregation, info and trends analysis from the VOST listening operation.For EMAs/EOCs: receiving reports highlighting trends in social conversations related to an emergency, with relevant examples (pics, videos, maps) goes a long way in proving the value of digivols to incident commanders or EOC managers/directors ... it eliminates SOCIAL NOISE ... transforms it into ACTIONABLE INTEL which leads to better decision making and a better allocation of strategic resources.Building CapacitySharing strengths and maximizing resourcesFor VOSTs: the key aspect of VOST interventions is the ability of team members to operate outside the area of operations ... be self-sustainable and quasi-autonomous ... they bring value to EOCs without adding to the burden of emergency managers handling things locally.For EMAs/EOCs: in a world where financial and other resources are very limited, pre-existing arrangement for the activation of a VOST team can lead to great leaps in surge capability for local agencies/EOCs. People can be assigned to other duties ... for example, often freeing up the PIO for more direct engagement and emergency info work with the public.Exercises Because working together brings trust For VOSTs: a regular exercise schedule and collaboration with official agencies helps teams retain volunteers, offer training and build experience. It's a must for any team wanting to establish official links. CanVOST was really lucky to take part in the CAUSE III Canada-US experiment a couple of years ago. It opened many doors.For EMAs/EOCs: exercises bring familiarity with the workings of digivols and VOST teams. Better, it brings acceptance so when the real deal comes ... that operational link and clear expectations are already there. Again, the CAUSE III initiative helped that understanding along on both sides of the border at the local, state/provincial and federal levels.

Technology adoptionDigivols are often at the leading edge whereas official agencies can lack behind ...VOSTs can help bridge the gap.For VOSTs: most team members stay current on social platforms people turn to during an emergency ... stay abreast of new monitoring tools ... are alert to changes in social behaviour ... they use new tools all the time for inner team workings and for virtual collaboration. They can bring that awareness to official agencies.For EMAs/EOCs: working with VOSTs offer a brand new window on tech changes that impact emergency management and allow officials to stay better connected and informed about the needs of the people they serve. That breaking down of barriers (in terms of tech adoption and aversion to risk by officials) is a key by-product of collaboration with a VOST.I'm sure there are many more concepts that could be introduced here but the point is that the EM table keeps expanding and digivols bring value to any EOC.Some key VOST resources here.A note: I remain forever grateful for the work of VOST pioneers (Jeff, Cheryl, Joanna, Caroline, Scott, Marlita, Marina... and many others ...) as well as the leadership of CanVOST (Guylaine, Corey ...) for helping me learn over the years.